Customer Service Officer

HSBC Holdings plc; Hong Kong; On-site; HKD 201,000 - 268,000; Full time

Job summary

HSBC Holdings plc in Hong Kong is seeking a Customer Service Officer to welcome customers, understand their needs, manage branch flow, and direct them to the right channel or specialist counter. You will support using self-service and digital tools to complete requests.

Requirements: secondary school graduation (HKCEE/HKDSE or equivalent), fluency in Cantonese and English (Mandarin a plus), and willingness to work day shifts including weekends and public holidays.

Qualifications

• Secondary school graduation with HKCEE/HKDSE or equivalent.
• Fluent in Cantonese and English; Mandarin a plus.
• Willing to work daytime shifts including weekends and public holidays.
• Customer-centric mindset with strong communication skills.

Responsibilities

• Welcome customers, understand their needs, manage branch traffic, and direct them to the right service channel or specialist counter.
• Support customers to use self-service and digital tools to complete requests efficiently.
• Handle general enquiries on products, promotions and rewards.
• Promote bank offers, campaigns and mobile app features based on customer needs.
• Support basic wealth and investment-related enquiries and guide customers to relevant digital wealth tools or specialists.
• Identify service opportunities and make referrals to Relationship Managers and specialist teams.
• Manage branch merchandise display and maintain high standards of presentation across customer areas.
• Back up counter-based customer service including assisting customers with accessibility needs.

Skills

Interpersonal communication

Bilingual Cantonese & English

Digital literacy

Customer-centric mindset

Education

Secondary school diploma (HKCEE/HKDSE or equivalent)

Job description

We are currently seeking a high calibre professional to join our team as a

Customer Service Officer.

In this role you will:

• Drive engaging beyond banking services (incl. partner services, customer events & gamifications) and provide basic hospitality support in meeting areas.
• Welcome customers, understand their needs, manage branch traffic, and direct them to the right service channel, colleague, or specialist counter.
• Support customers to use self-service and digital tools (e.g., kiosks/digital directory, mobile app) to complete requests efficiently.
• Handle general customer enquiries on products, promotions and rewards; explain how to earn and redeem rewards.
• Promote bank offers, campaigns and mobile app features based on customer needs
• Support basic wealth and investment-related enquiries and guide customers to relevant digital wealth tools or specialists where relevant.
• Identify service opportunities and make referrals to Relationship Managers and specialist teams.
• Manage branch merchandise display and maintain high standards of presentation across customer areas
• Back up counter-based customer service if needed, including assisting customers with accessibility needs.

To be successful you will need:

• Secondary school graduate with a pass in 5 subjects for HKCEE or HKDSE including Math, Chinese or English, equivalent or above preferred
• Good interpersonal and communication skills with fluency in Cantonese and English. Mandarin is a definitive advantage.
• Flexible and willing to work daytime shifts on weekends and public holidays as required (Branch Operating Hours for reference: Mon-Sat; 9:00 - 19:00, Sun: 12:00-19:00)
• Customer centric mindset with commitment to deliver quality service
• Self-motivated and adaptable to a service environment
• Digital savvy with the ability to assist customers to use digital/self-service channels (e.g., mobile app, kiosks, e-forms) and adapt quickly to learn new systems.